Frequently Asked Questions (FAQs)

• The 460th Medical Group primary care manager / provider initiates the referral 
• The referral is then electronically transmitted to Health Net Federal Services for authorization 
• Expect 5 to 7 business days for HNFS to process authorizations

• Sign up to review authorizations via the HNFS website, TRICARE West, DS Logon, or MilConnect. 
  • You can review authorizations online and sign up to receive a text message or email once your referral is processed via the HNFS website or TRICARE West
  • You can check the status of your referrals / authorization and have your authorization mailed to you by calling HNFS at 844-866-9378
  • There is no longer an option to receive referrals / authorizations through the mail except to call and request each authorization be mailed from HNFS
  • The 460th Medical Group can no longer print your authorization on your behalf

• Contact the authorized provider / clinic to schedule appointment, this will not be done automatically
• Your authorization contains key information such as: 
  • Expiration date of referral and specialist you are authorized to see
  • Number of visits
  • Specialist name and point of contact information

• If you would like to select a different network specialist provider from the one you were assigned:  
  • First, visit TRICARE West to see a comprehensive list of network providers for that specialty 
  • Then contact Health Net Federal Services at 844-866-9378 to inform them of your new selection 
  • Referral requests entered to a specific provider by your primary care manager require a new referral if that provider is not available 

• Specialist must request additional office visits, procedures, tests, or injections via referral authorization request to Health Net Federal Services
• If you require ongoing care from your specialist and your referral dates have expired, contact your primary care manager at 460th Medical Group for a new referral 

• Telephone: 720-847-9355, option 3, 2
• Fax: 866-230-7946

Parents can request copies of their dependent children’s records who are under 18 years of age. Spouses may not retrieve medical records of one another without legal consent documentation such as a power of attorney.  Step-parents require a DD Form 2870 from the biological parent authorizing them for receipt of child records along with a front and back copy of the biological parent’s government-issued photo ID.  Alternatively, they can present a notarized medical power-of-attorney to obtain the records.

Medical records requests can take up to 30 days to process depending on what authorization are required for disclosure (behavioral health, family advocacy, and sensitive encounters). All requests are sorted and prioritized.  Based on workload and available staff, requests can exceed 30 days; however; we work diligently not to exceed 30 days and recognize 60-day deadlines under HIPAA law.

Active duty members preparing to retire or separate should obtain a copy of all their medical records 3 months prior to their final out processing date. To ensure that members are provided with a full copy of their Active Duty Service Treatment Record after their retirement or separation, we advise members to return to ROI with their initially copied record for updates.

Immediately call the Release of Information Office or the HIPAA Privacy Officer at 720-847-6137. Please do not send protected health information by email.  Please attempt to return the released documents to the hospital to correct such issues for the affected individual. 

Request such actions from the HIPAA Privacy Officer at 720-847-6137. Please do not send protected health information by email.  Our HIPAA Officer will discuss the process necessary to address your concerns, obtaining the details of your concern specific to the individual case.  Often these requests, if approved, must be corrected from higher authorities due to electronic health system roles and permissions.  Corrections could take several weeks to finalize.  

Call or visit your nearest urgent care facility if you have a non-life-threatening health issue. If you have a life-threatening health issue, call 911 immediately.

Call 911 immediately.

Call the Military Health System Nurse Advice Line to speak to a registered nurse about your health concern.

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